North Downs Villa

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• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We assessed all 7 quality statements from this key question. Based on the findings of this assessment, our rating for this key question has improved to good. We found the provider had met the breach of regulation we found at the last inspection around person centred care. People were supported to engage in activities of daily living. The provider made information available to people in a way that was accessible to them. The registered manager ensured that care records and staff were available to support people’s transitions into new services. People told us that staff treated them fairly and spent their time equally between them to meet their needs.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

At the last inspection we found that people's independence was not promoted because the service did not provide people with a comprehensive, person-centred programme of skills teaching to enable them to progress towards greater independence. This was a breach of Regulation 9 (Person centred care) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. At this inspection we found the service had made improvements and were no longer in breach of regulation 9. People were supported to engage in activities of daily living. This included preparing meals, doing laundry and bedroom maintenance. The registered manager understood the need to introduce systematic skills teaching programmes in line with people’s preferences and aspirations, and planned to do so.

The registered manager told us that person centred plans were being developed which would emphasise people’s aspirations.

We observed the registered manager and staff supporting people in a personalised and respectful way, in line with their care plans.

People were in the process of transitioning to new services at the time of our inspection. The provider was actively supporting people through this process.

The registered manager liaised with health and social care professionals as well as staff from other providers to facilitate people’s transition.

The service worked with partners to support people moving into new services.

The registered manager ensured that care records and staff were available to support people’s transitions into new services.

The provider made information available to people in a way that was accessible to them. This enabled people to make choices.

Staff explained to us that they provided information to people in verbal and written formats that people could understand.

People’s comprehension and expression were reviewed as part of their needs assessments. This meant that staff understood how to communicate with people.

People had the opportunity to share their views about the care and support they received through planned and informal meetings and through surveys.

Staff gathered people’s views throughout the day through conversations and during planned one-to-one meetings with people.

The registered manager read the minutes of one-to-one meetings between people and staff and reviewed the views shared by people in surveys.

People told us that staff treated them fairly and spent their time equally between them to meet their needs.

Staff told us that their rotas and time allocation enabled them to meet people’s individual needs so as to support them equally.

We did not receive any specific feedback from partners about this aspect.

The registered manager divided their time between people and planned activities with people to ensure an equitable distribution of staff time and resources.

People were supported by staff who understood their rights to equality and human rights. One person told us, “I feel they treat me fairly and have helped me with problems in the past.”

The registered manager regularly spoke with people and reviewed their care notes to ensure outcomes were worked towards, achieved, and remained relevant to people.

Outcomes set for people were established through assessment and care planning. These processes involved people, their relatives, healthcare professionals and funding authorities, and were reviewed by the registered manager.

People were in the process of transitioning to new services. The process involved, in most cases, being allocated a social worker and reviewing potential new services.

Staff and the registered manager told us they supported people and their relatives to engage in the transitions process. This included planning the logistics of moving and people’s preferences for a smooth resettlement.

The provider shared their plans for the future of the service with people, staff, relatives and professionals. This enabled planning for transition to take place.